Guest Service Manager Job at Holiday Inn Birmingham Bromsgrove (Horley)

Guest Service Manager

Holiday Inn Birmingham Bromsgrove

Location:
United Kingdom , Horley

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

28017.00 GBP / Year

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Job Description:

This role? It’s ALL about the guest and delivering an outstanding service for them during the night. As a Guest Services Manager, you are responsible for managing all guest operations, guiding and supporting a team of Guest Service Assistants. Through hands-on leadership, you will ensure your team delivers an outstanding guest experience, one that consistently achieves all brand and company metrics and objectives. You will coach, support and engage your team and support the creation of a positive work culture that is focused on excellence, as well as seeking strategies for continuously improving the guest experience.

Job Responsibility:

Lead the Guest Experience function at the hotel, ensuring all guests receive an outstanding level of service through the night
Offering full services, wherever practical, to all residents
including bar service, 24-hour room service and guest information
Carrying out all Night Audit procedures
Ensuring that every guest experiences a safe visit, conducting regular security and clock rounds
Engage, build and develop relationships with any late arrival guests, assessing their needs and flexing style and approach appropriately
Take appropriate action to resolve guest complaints
Lead, motivate and develop any Nights Guest Experience colleagues

Requirements:

Experience in a senior guest service role (eg. Front Office Manager/Supervisor, F&B Manager/Supervisor, M&E Manager/Supervisor, or Duty Manager)
Strong understanding of hotel guest service KPIs including guest satisfaction, loyalty recognition, lead generation, beverage GP and problem handling
Strong leadership and communication skills
Keen to grow beyond your current area of expertise and develop skills across all areas of hotel operations

Nice to have:

Forward-thinking and innovative
Financially and commercially astute

What we offer:

Discounted hotel stays around the globe, with food and beverage discounts
Attractive discounts across many major retailers, restaurants, and events
FREE and UNLIMITED access to our Leisure Clubs (gym, pool, steam rooms)
Personal and career development
Round the clock access to the Employee Assistance programme, offering mental health and wellbeing support, financial and legal advice

Additional Information:

Job Posted:
January 10, 2026

Expiration:
February 05, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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